If you have contacted us via email recently but have not yet received a reply, your Internet Service Provider (ISP) or e-mail client may be blocking e-mail from AahPets.com or Aah-Pets.com. If you suspect this is happening, please consult the help section of your e-mail program to see how to relax the settings that filter or block mail, or how to add AahPets.com and Aah-Pets.com to your "safe domains" list. Once you've established that you should be able to receive mail from us, please contact us again with your question.

Orders

To insure your complete satisfaction, you will receive two confirmations from us regarding your order. Your first confirmation will be a receipt of your order.  The second confirming that the order has been shipped.

We strive to maintain availability information on the site.  However, an out of stock situation may occur.  It it does, we will let you know.  You may cancel all or part of your order, or have the item back ordered.

The best way to reach us for questions concerning your order is by email. Email Aah Pets Email Support and reference your order number in the subject line.

All applicable tax, shipping and handling charges will be calculated and displayed as you complete the order form. Shipping charges for International Orders are not calculated when your order is placed (we will contact you with the shipping cost, for your approval, AFTER your order is placed).

We accept MasterCard, Visa, American Express, Discover and PayPal.

International Orders

For International Orders and orders for Alaska and Puerto Rico please email sales@aah-pets.com for a shipping quote. You may also place your order online. We will contact you and get your authorization for shipping charges, prior to shipping.

Most of out products can be shipped International, but they are exceptions. These are typically our heavier products. We will contact you if your order cannot be shipped.

Shipping

Orders are shipped within 1-3 business days of receipt. Items that take longer to ship are indicated on the item's page.

If your order has not been shipped within 1 to 3 days, or the time frame indicated on the product page, we may have attempted to contact you via email and your Internet Service Provider (ISP) or e-mail client may be blocking e-mail from customerservice@AahPets.com. Please contact our Customer Service at 1-888-855-6794.

The shipping cost is usually $5.99** for US Domestic (Not including Alaska and Puerto Rico)orders . We will ship by the best method. Please add any special requests in the comments area of the order form. We also offer Priority Mail for $7.99 (For items less than 2 lbs)

**Additional charges may apply to heavy and oversized items.  If additional shipping charges are required, it will be noted on the item detail page. Additional charges may also apply to large orders, where the combined number of items, create a heavy or overweight package.

Returns 

Prior to returning items.  Please contact us at sales@aah-pets.com to receive a Return Authorization Number.  This will guarantee that you receive the proper refund or credit.

We try our best to fill your orders correctly, however we can make a mistake and send you an item you did not order. In this case return it and we will credit your card for the full value of the item PLUS outbound shipping AND return shipping. Wrongly shipped items MUST be returned in their original package with all documentation in order for proper credit.

If you are disappointed with your purchase for any reason within 15 days of purchase, we will take it back, but YOU will have to pay for return shipping for proper credit. Original packaging and documentation is required. Items that are subject to restocking fees, are indicated on the item's page.

If the product is defective, return it to us along with the original packaging and documentation for full credit, including return shipping.

Credit for items damaged in shipping must be claimed with the carrier. Please retain the original packaging, for inspection by the carrier.

Security

For your protection, our Website utilizes the latest 128-bit, SSL (Secure Sockets Layer) technology to protect your orders placed on-line.  This protocol allows your Internet communications to be transmitted in encrypted form. This means your credit card and personal data cannot be intercepted, read or altered by unauthorized parties. However, for the SSL encryption to work, you must use an SSL-enabled web browser. To check that the site from which you are ordering is secure, you may double click the padlock in the lower right side of your browser window to view the detail of the security certificate. At Aah Pets, your credit card number and data will be treated with the highest standards of safety, security and confidentiality.